Support¶

Each release is officially supported for six months from the release date. See the release schedule for specific dates.

For support and escalation with Prefect Customer-Managed, please reach out to the Prefect team through e-mail at support@prefect.io, or through existing Slack channels.

What's in Scope¶

Prefect support covers the Prefect application and its direct components as deployed via the official Helm chart. This includes:

• Prefect service errors and bugs: Issues with the Prefect API, UI, or backend services (auth, events, logs, orchestration, work pools).
• Helm chart configuration: Questions about values, overrides, and configuration options within the Prefect Helm chart.
• Upgrades and migrations: Assistance with upgrading between supported releases, including database migrations.
• Scaling guidance: Recommendations for scaling Prefect services (replica counts, resource requests/limits, connection pool tuning).
• Prefect client compatibility: Issues related to supported Prefect client versions connecting to Customer-Managed.
• Feature flags and Prefect configuration: Guidance on Prefect-specific settings, feature flags, and environment variables.
• Security patching: Prefect publishes weekly security patch releases for supported versions to address application-level vulnerabilities.
• Monitoring and observability: Help with Prefect's built-in health checks, metrics endpoints, and log output.
• Implementation guidance: Best practices for flow design, deployment patterns, and work pool configuration within Customer-Managed.

What's out of Scope¶

Prefect support does not cover the underlying infrastructure or third-party components in your environment. Your platform team is responsible for:

• Kubernetes cluster management: Node provisioning, cluster upgrades, RBAC policies, namespace management, and storage classes.
• Istio and service mesh configuration: Istio installation, sidecar injection, mTLS policies, and traffic management.
• Ingress and load balancer setup: Ingress controller installation, TLS termination, DNS resolution, and certificate management outside the Prefect Helm chart.
• PostgreSQL administration: Database provisioning, backup/restore, replication, performance tuning, and version upgrades of the database server itself.
• Redis administration: Redis cluster setup, persistence configuration, and high-availability configuration.
• Network policies and firewalls: VPC configuration, security groups, network policies, and proxy/egress rules.
• Container runtime and OS: Docker/containerd configuration, base OS patching, and node-level troubleshooting.
• CI/CD pipelines: Build pipelines, image registries (beyond pulling Prefect images from GCP Artifact Registry), and deployment automation wrapping the Helm chart.
• Third-party integrations: Monitoring stacks (Datadog, Prometheus, Grafana), secret managers (Vault, AWS Secrets Manager), and identity providers beyond initial auth configuration guidance.